Beyond Convergence discusses Avaya's focus on becoming the preferred provider of open mobile enterprise collaboration platforms through software and services. It outlines examples of how Avaya is helping customers meet challenges through innovation, investment flexibility, leadership, and client experience improvements. Specific case studies show benefits customers achieved through managed services, HD video conferencing, contact center upgrades, and Avaya's role as a networking partner for the Olympics. The document emphasizes Avaya's commitment to customer support and transitioning to address industry changes.
Avaya Technology Forum 2013: Our Vision Around Application Driven NetworkingAvaya Inc.
A presentation by Avaya Networking's Randall Cross explaining Avaya's vision around Application Driven Networking, its view as a successor to the hot Software-Defined Networking (SDN) trend.
#Converge2014: Opening Keynote Address with Pierre-Paul Allard on Avaya's Tra...Avaya Inc.
Avaya's transformation story took center stage during the opening keynote address at IAUG Converge 2014, delivered by Senior Vice President of Worldwide Sales and Global Field Operations, Pierre-Paul Allard.
Avaya is focused on four key tenets: Services, Mobility, Applications, and Networking.
#Converge2014: Avaya CEO Kevin Kennedy Keynote Speech at IAUG Converge 2014Avaya Inc.
On Tuesday, April 29, Avaya CEO Kevin Kennedy delivered the keynote speech of the IAUG Converge 2014 conference. He shared that Avaya is focusing on simple, open, mobile, scalable network infrastructure and products.
Avaya Technology Forum 2013: Our Vision Around Application Driven NetworkingAvaya Inc.
A presentation by Avaya Networking's Randall Cross explaining Avaya's vision around Application Driven Networking, its view as a successor to the hot Software-Defined Networking (SDN) trend.
#Converge2014: Opening Keynote Address with Pierre-Paul Allard on Avaya's Tra...Avaya Inc.
Avaya's transformation story took center stage during the opening keynote address at IAUG Converge 2014, delivered by Senior Vice President of Worldwide Sales and Global Field Operations, Pierre-Paul Allard.
Avaya is focused on four key tenets: Services, Mobility, Applications, and Networking.
#Converge2014: Avaya CEO Kevin Kennedy Keynote Speech at IAUG Converge 2014Avaya Inc.
On Tuesday, April 29, Avaya CEO Kevin Kennedy delivered the keynote speech of the IAUG Converge 2014 conference. He shared that Avaya is focusing on simple, open, mobile, scalable network infrastructure and products.
Blue Planet Networks is a Global Service Provider of managed internet services in 140 countries for Carriers, Service Integrators and Cloud Providers.
Managed Internet Services are preferred choice for organisations that need consistent high performance, together with the flexibility to grow with demand and run business critical applications that command 100% service availability.
As more applications move to the Cloud, mobility, video and IoT demands grow, Managed Internet Services are key to optimising hybrid network performance and costs. These will be further enhanced by emerging SDN & NFV technologies.
Blue Planet Networks provides maximum choice and flexibility in access technologies and enables Service Providers to ensure enterprises to select the connectivity method that best suits their business requirements. With an increasing dependency on the Internet and different requirements across company sites, straightforward access to all the major carriers in a given geography means the optimal service can be provided at each site.
Blue Planet Networks takes care of everything, on a one stop shop basis, from our express delivery service to 24/7 incident management and service restoration, all at amazing prices.
Here's What We've Discovered About Microsoft's Updated Windows 10 Servicing M...Ivanti
Do you still slip-up and say Current Branch? Who’s this new kid on the block they call ‘Semi-Annual Channel’? Since Microsoft made a few key changes to their servicing model in July, we’ve fielded a few questions about the different channels (it’s RIP for CB and CBB) and the new twice a year update schedule. In this webinar, Ivanti’s Windows 10 experts will explain the options and offer advice on when and how to deploy.
ManageEngine - Forrester Webinar: Maximize your application performance to en...ManageEngine
Forrester analyst John Rakowski and ManageEngine's Arun Balachandran, discusses how the right application performance management strategy can cement business success.
Why does Citrix use eG Enterprise for End-to-End Monitoring at Citrix Summit ...eG Innovations
Explore these slides to understand why Citrix has selected eG Enterprise for the fourth time consecutively for monitoring their tradeshow and event infrastructures for Citrix Synergy and Citrix Summit conferences.
Buzzwords like cloud and hosted are swirling around us at breakneck speed, but do you really know what that means? The office land line phone as well as premise based PBX systems are on their way out and quickly being replaced with cloud or hosted Unified Communications solutions. Your business needs a mobile solution where employees and sales executives are accessible anywhere they go. Before jumping in, you should be wondering….How would moving to the cloud benefit me? Does the cloud offer the “right fit” for my business needs? What should I be looking for in a cloud provider?
Learn more about First Communications' Cloud IP PBX and other offerings at http://www.firstcomm.com/
Webinar - 8 ways to align IT to your businessManageEngine
In this webinar, you will discover the importance of IT being aligned to business goals. You will also find ways to achieve this alignment through big data, cloud, BYOD, social etc. The webinar also looks at 3 case studies of organisations with effective IT management. The speaker is Claire Brereton, IT Strategy Consultant and Director, itSMF Australia. Read more from http://goo.gl/GBDLGM. Watch a recording of the webinar at http://bit.ly/1HoZ5kP
Webinar - The Science Behind Effective Service CataloguesManageEngine
In this webinar, you will learn about the value of service catalogues to businesses. You will also learn about the different types of service catalogues and how to build them from the ground up. At the end of the webinar, there is an interesting demo of ServiceDesk Plus - you will see how an IT admin helps a new employee with her request for a new laptop.
Blue Planet Networks is a Global Service Provider of managed internet services in 140 countries for Carriers, Service Integrators and Cloud Providers.
Managed Internet Services are preferred choice for organisations that need consistent high performance, together with the flexibility to grow with demand and run business critical applications that command 100% service availability.
As more applications move to the Cloud, mobility, video and IoT demands grow, Managed Internet Services are key to optimising hybrid network performance and costs. These will be further enhanced by emerging SDN & NFV technologies.
Blue Planet Networks provides maximum choice and flexibility in access technologies and enables Service Providers to ensure enterprises to select the connectivity method that best suits their business requirements. With an increasing dependency on the Internet and different requirements across company sites, straightforward access to all the major carriers in a given geography means the optimal service can be provided at each site.
Blue Planet Networks takes care of everything, on a one stop shop basis, from our express delivery service to 24/7 incident management and service restoration, all at amazing prices.
Here's What We've Discovered About Microsoft's Updated Windows 10 Servicing M...Ivanti
Do you still slip-up and say Current Branch? Who’s this new kid on the block they call ‘Semi-Annual Channel’? Since Microsoft made a few key changes to their servicing model in July, we’ve fielded a few questions about the different channels (it’s RIP for CB and CBB) and the new twice a year update schedule. In this webinar, Ivanti’s Windows 10 experts will explain the options and offer advice on when and how to deploy.
ManageEngine - Forrester Webinar: Maximize your application performance to en...ManageEngine
Forrester analyst John Rakowski and ManageEngine's Arun Balachandran, discusses how the right application performance management strategy can cement business success.
Why does Citrix use eG Enterprise for End-to-End Monitoring at Citrix Summit ...eG Innovations
Explore these slides to understand why Citrix has selected eG Enterprise for the fourth time consecutively for monitoring their tradeshow and event infrastructures for Citrix Synergy and Citrix Summit conferences.
Buzzwords like cloud and hosted are swirling around us at breakneck speed, but do you really know what that means? The office land line phone as well as premise based PBX systems are on their way out and quickly being replaced with cloud or hosted Unified Communications solutions. Your business needs a mobile solution where employees and sales executives are accessible anywhere they go. Before jumping in, you should be wondering….How would moving to the cloud benefit me? Does the cloud offer the “right fit” for my business needs? What should I be looking for in a cloud provider?
Learn more about First Communications' Cloud IP PBX and other offerings at http://www.firstcomm.com/
Webinar - 8 ways to align IT to your businessManageEngine
In this webinar, you will discover the importance of IT being aligned to business goals. You will also find ways to achieve this alignment through big data, cloud, BYOD, social etc. The webinar also looks at 3 case studies of organisations with effective IT management. The speaker is Claire Brereton, IT Strategy Consultant and Director, itSMF Australia. Read more from http://goo.gl/GBDLGM. Watch a recording of the webinar at http://bit.ly/1HoZ5kP
Webinar - The Science Behind Effective Service CataloguesManageEngine
In this webinar, you will learn about the value of service catalogues to businesses. You will also learn about the different types of service catalogues and how to build them from the ground up. At the end of the webinar, there is an interesting demo of ServiceDesk Plus - you will see how an IT admin helps a new employee with her request for a new laptop.
The appetite for mobility has never been greater. Driven in large part by the Bring Your Own Device (BYOD) phenomenon and user devotion to smart- phones and tablets, this trend is motivating IT departments to increase their investment in wireless LAN (WLAN) technology. In doing so, enterprises seek to ensure that the user experience of their mobile workforce is seamless and that business applications are available anytime, anywhere, on any device.
Franciscan Alliance Blazes New Trails in Healthcare DeliveryAvaya Inc.
Franciscan Alliance operates 13 hospitals and more than 170 medical practices across Indiana, Illinois and Michigan. Avaya Fabric Networking gave them the bandwidth they need to support future technologies and the flexibility to grow. Learn more: http://bit.ly/1ICcUww
Fitness and Fall Prevention.
This Lecture developos an exercise prescription for at risk seniors.
I use this lecture to also educate staff and decrease liability from falls.
RES and guest analysts from the 451 Group, William Fellows and Agatha Poon, uncover the power of automation in delivering apps and services to the enterprise through a more scalable and effective approach. We will also discuss future benefits of automation and self-service, as customers map out their digital workspace and cloud journey. Register Here
Experts from Western Union, Pexip, and Vyopta team up to show you how to grow your Unified Communications network while avoiding some of the most common pitfalls.
Watch the whole webinar here: http://www.vyopta.com/blog/resources/webinars/overcoming-enterprise-uc-challenges/
How Schneider Electric Transformed Front-office Operations With Real-time Dat...Informatica Cloud
Many of the world’s corporations use Salesforce.com to drive their front office, and while most experience success others encounter roadblocks and difficulties as their Salesforce footprint grows. Countless customers suffer from a lack of up-to-date information which impedes business progress and stifles end-user productivity.
This presentation describes how Schneider Electric SE, a multinational corporation that specializes in electricity distribution, automation management and components product for energy management, used Informatica Cloud to improve the operational efficiency of their Salesforce.com front-office.
It also details how Schneider Electric was able to make key data readily available to Sales teams in real-time, on the right device, to ensure the success of a highly visible front-office integration initiative.
To watch this presentation visit : http://youtu.be/kU2A1xMvaI8
For a 30 day free trial of Informatica Cloud visit:
http://www.informaticacloud.com/trial
Legacy PBX technologies are fast becoming obsolete. And, downtime is expensive. PBX industry is changing and many are considering a collaboration solution that leverages your existing on-premise infrastructure and marries it with a cloud platform.
About the Event:
Find out in our webinar, led by our Microsoft experts, what your options are for developing a truly integrated collaboration environment.
This session is designed for IT leaders with aging on-premise PBX systems, or those who want to understand what the Microsoft Cloud PBX solution offers. Most importantly, our presenters will provide insights into how to drive up collaboration by improving end user productivity through a cohesive Office 365 experience.
IntegrationWorks: Grow Your Business with the API EconomyLara Pascoe
IntegrationWorks is a specialist integration consultancy that delivers expertise in all areas of enterprise integration, from on-premise, to cloud and hybrid systems through ESB's, API's, B2B platforms and robust integration architectures. We are headquartered in New Zealand with offices in Australia and planning offices shortly in the United Kingdom and United States.
Our expertise includes delivery of Enterprise Application Programming Interfaces (API), Service Oriented Architecture (SOA), and MicroServices Architecture (MSA). These are all deployed in Enterprise Application Integration (EAI), Enterprise Service Bus (ESB), and Business To Business (B2B) based patterns.
Microsoft CSP Partner Program: Get Cloud Solutions to Market Faster & More Pr...plumchoice
If you sell or distribute cloud applications like Office 365 and want to get to market faster, drive higher profitability and deliver differentiated customer engagement, then this download this presentation to learn more.
Lauren Technologies have been in IT industry for more than 20 years, being specialized in business applications and catering to hardware and software requirements of customers. Right from creating mobile applications to providing dashboards and reporting, we have been delivering value to the customers !
Growing Interest in Cloud Based Digital Experiences -- An IDC and IBM Digital...IBM Digital Experience
As marketing, commerce, and customer service continue to shift to digital channels — and as an increasingly greater share of an organization's revenue comes from digital business — organizations have become acutely aware of the need for an enterprise digital experience platform. Such a platform enables them to quickly and cost effectively create, manage, and deliver cross-channel, cross-device digital experiences to their various constituents; measure the effectiveness of the experiences; and optimize the experiences based on analytical insights.
Organizations are increasingly turning to platforms such as IBM Digital Experience on Cloud to meet today's digital business requirements. As IDC's research has shown, organizations that use IBM Digital Experience have realized significant business benefits, including increased revenue and quicker time to market, reduced costs and improved staff productivity, and increased customer and employee engagement.
Join us in this live webinar to:
1. Hear directly from IDC on their latest IBM Digital Experience on Cloud Business Valuation report
2. See live demonstrations of the latest features that IBM Digital Experience on Cloud solutions can provide to companies looking to capitalize on their digital transformations
금융 서비스 부문은 극적인 디지털 트랜스포메이션을 겪고 있습니다.
경쟁적인 환경 속에서 급격히 변화하는 고객의 기대에 부응하기 위하여, 비즈니스 리더는 고객에게 제안할 새로운 디지털 가치를 혁신하고 개발해야 합니다.
트랜스포메이션을 위한 준비가 되셨나요? 본 가이드북에서 금융 서비스를 혁신하는 6가지 트렌드를 확인하실 수 있습니다.
What are the Innovative Mobility Solutions Driving Customer Interactions in A...Avaya Inc.
Demanding and powerful consumers, increasing competitiveness, and advances in communications technology are forcing FSIs to take a comprehensive approach to customer service. Find out which technologies will reshape interactions for both FSIs and Customers in APAC
What are the Innovative Mobility Solutions Driving Customer Interactions in FSI?Avaya Inc.
Demanding and powerful consumers, increasing competitiveness, and advances in communications technology are forcing FSIs to take a comprehensive approach to customer service. Find out which technologies will reshape interactions for both FSIs and Customers.
4 Crucial Elements of a Safe School Environment Avaya Inc.
One of the top priorities for educators around the world is ensuring the safety of educational environments from any threat - cyber, environmental or physical. Take a look at four concerete ways you can proactively build a safer school.
For more on Avaya Safe School technology, visit http://bit.ly/23cJaOZ
Engage with your customers in the way they wantAvaya Inc.
In this presentation learn why it is essential to have a customer experience management system that enables you to engage with your customers in the right place at the right time. Learn More: http://bit.ly/1ikP7pz
Avaya makes it possible for more employees to use video everywhere with more devices, greater ease of use and low total cost of ownership. New and enhanced high-quality, low-bandwidth video for desktop, mobile and conference rooms help drive deeper relationships and productivity against shared objectives. New endpoints (XT7100, XT4300, H175 HD Video Collaboration and E159/169 Media Stations) extend the reach of Avaya cloud offers including AvayaLive Video.
According to a new networking study authored by Avaya, 82% of network outages are caused by change errors to the core of the network, a byproduct of legacy networking complexity.
In this Avaya infograph, learn how embracing simplicity saves time, and money.
This research set out to investigate the emphasis companies are putting on CEM and what steps, if any, they are taking to address this area. It also aimed to measure where customer expectations currently sit with respect to how they are treated by organisations.
Prairie View Networking Academy (PVNA) Embraces Powerful Avaya Networking Pla...Avaya Inc.
Prairie View A&M University (PVAMU), with an enrollment of some 8,500 students, is a historically African American university located northwest of Houston, TX. For students studying Engineering technology in Prairie View’s Roy G. Perry College of Engineering, the Prairie View A&M University Networking Academy (PVNA) offers skills and knowledge in the areas of telecommunications, computer networks and the data computing — preparing students for an industry that is fast-paced and rapidly evolving.
Essentials of Automations: Optimizing FME Workflows with ParametersSafe Software
Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place.
Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects.
Here’s what you’ll gain:
- Essentials of FME Parameters: Understand the pivotal role of parameters, including Reader/Writer, Transformer, User, and FME Flow categories. Discover how they are the key to unlocking automation and optimization within your workflows.
- Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy.
- Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency.
- Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity.
We’ll wrap up with a glimpse into future webinars, followed by a Q&A session to address your specific questions surrounding this topic.
Don’t miss this opportunity to elevate your FME expertise and drive your projects to new heights of efficiency.
Search and Society: Reimagining Information Access for Radical FuturesBhaskar Mitra
The field of Information retrieval (IR) is currently undergoing a transformative shift, at least partly due to the emerging applications of generative AI to information access. In this talk, we will deliberate on the sociotechnical implications of generative AI for information access. We will argue that there is both a critical necessity and an exciting opportunity for the IR community to re-center our research agendas on societal needs while dismantling the artificial separation between the work on fairness, accountability, transparency, and ethics in IR and the rest of IR research. Instead of adopting a reactionary strategy of trying to mitigate potential social harms from emerging technologies, the community should aim to proactively set the research agenda for the kinds of systems we should build inspired by diverse explicitly stated sociotechnical imaginaries. The sociotechnical imaginaries that underpin the design and development of information access technologies needs to be explicitly articulated, and we need to develop theories of change in context of these diverse perspectives. Our guiding future imaginaries must be informed by other academic fields, such as democratic theory and critical theory, and should be co-developed with social science scholars, legal scholars, civil rights and social justice activists, and artists, among others.
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
"Impact of front-end architecture on development cost", Viktor TurskyiFwdays
I have heard many times that architecture is not important for the front-end. Also, many times I have seen how developers implement features on the front-end just following the standard rules for a framework and think that this is enough to successfully launch the project, and then the project fails. How to prevent this and what approach to choose? I have launched dozens of complex projects and during the talk we will analyze which approaches have worked for me and which have not.
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
4. Not to Be Forgotten
Context: Our mission is unforgettable, serving enterprises
in the course of the essential and aspirational
NYC 311
• Response Agent: ~300
• Typical day: 55,000calls/day
• During Hurricane Sandy: 250K-300K calls/day
MTA
• 18 Radvision Scopia® virtual desktop war rooms set
up for executive staff at the MTA
• Over 1,000 hours of usage were logged in 3 days
5. From around the World
Top of Mind
Opportunity: Enable customers to navigate important industry transitions
Industry Initiatives Consumer Momentum
Next Wave
Productivity
SIP, Video
Enterprise:
Purpose Driven
Software Delivered
Consumerization
of Enterprise
BYOD, Mobile
Consumer
On-Ramp / Off-Ramp
Scale, Channels, Analytics
Application Driven
Network
Security & Integration
Virtualization
Cloud
6. WebRTC
Emerging Forces in Communications
SIP
1. Four forces
2. Markets will grow and overlap
3. Proprietary will yield
to open over time
4. Middleware will enable
coherence and support
5. WebRTC: On-ramp / Off-ramp
Application
Expressed
Communication
(Publish / Subscribe,
FaceBook)
Communication
Infrastructure
(Real time, switches,
store / forward)
Communication
Application
(Twitter)
Communication-
Enabled Business
Process (CEBP)
(SFDC, Oracle, SAP
integration)
Unified multi-channel communications via middleware
7. Risk
Complexity & Productivity
Capability
Value
Extensibility and Speed
Operational Challenges
• Proprietary divides
• Choices & dilemmas
• Integrations (vendor & generational)
• Interoperability
• Administrative burden
• Confluence of dependency
• Duration
• Surprise of aging assets
Hierarchy of PursuitComplexity of Transition
Includes but not limited to . . .
20. Helping Customers Meet the Challenges
Solutions
• Innovation momentum
• Roadmaps for both legacy and new products
• Complexity reduction
‒ Pricing, license portability
Investment Flexibility
• CapEx to OpEx trend
• Virtualization
• Cloud models
Video
• Fully scalable, low bandwidth, HD
• Lower TCO
• Multi-channel collaboration experience
• Microsoft Lync® client
Leadership and Organization
• Single sales / go-to-market organization
• Video – integration & specialists
• New Collaboration organization
‒ Reflects technology evolution
• New CIO
Client Experience: Services
• Managed Services
• Support Services
• Web adoption
• Ease of doing business
Small and Medium Enterprise
• Significant TCO benefits on IP Office
• Affordable Radvision Scopia®---- solutions
• Legacy and new technology bridging
21. Business Drivers
Transformation of Customer Care
Why Is Customer Care Important for Business Performance?
Business Performance Satisfaction Metrics
Service Delivery Performance Productivity and Automation
Gross Margin Key Cost Drivers
Online chats
resolved in <1 hour
New knowledge
articles / month
Views of
instructional videos
4.3
points
Backlog
Time to Ticket
Resolution
56% 17%
Restored
in 2 Hours (ER)
25%
CSAT 14%
NPS 38% Employee
Engagement
12%
Top
Performer
Retention
97.9%
Attrition
18%
<10%
Phone
volume
Electronic
Solutions
34%
28%
83%
1,600
179K
27%
1 Avaya Certified Specialist gross margin comparison – Q2 2012 vs. Q1 2013
22. New Tools for Customer Support
New Approach
to Support
• Vision: Agents work on new
problems only
• Single web portal handles all
customer issues via chat , avatar,
voice, video – all available thru the
website
• Total service outages and
immediate escalation of issues
now enabled thru web buttons for
fast agent access
Web Talk and Web Video provide
multi-media collaborative support
Immediate publishing of known solutions
Provides Better, Faster and More Intuitive Support Options for Customers
Multimedia knowledge base
makes known solutions easily
available to users
Avatar (Ava) and live chat enable
on demand access to live agents
23. Managed Services
• Existing strong partnership with customer’s
contact center team
• Enterprise division targets cost reduction in
operational and support by 40%
• Maintain high level of customer service
and operational efficiency
• Complex multi-vendor environment
Before
52K
UC Ports
15K
CC Agents
16
Servers 33
Sites
Contact Center
National Wireless Provider
24. Managed Services
160K
UC Ports
47K
CC Agents
82
Servers
4.5K
Conf. Bridge
Ports
145
Sites
After
Cost Savings
• No large upfront payment
• +15% immediate savings
• +18% overall 3-year TCO improvement
Productivity
• Free up customer resources for critical
projects
Simplification / Relevance
• Same Avaya Management Services team
• Multi-vendor support
• Additional value-added services
+ Enterprise
National Wireless Provider
Contact Center
25. HD Video Conferencing
• Long decision time
• Confined to room-based video
communication
• Struggle with vendor equipment, support
and the lack of features
• Limited video collaboration
• Significant time and money spent on
travel-related meetings
Before
26. HD Video Conferencing
After
Productivity
• Decision time cuts down to 5 min
• Ease of use – Video use from 3 per quarter
to “through the roof”
• ROI on travel savings - Time and money
Reach
• Internal – Interviews, company-wide
meetings, team collaborations
• External – Sales, marketing, product
development, CEO mentorship program
Simplification / Relevance
• Better equipment and support
• Mobile / BYOD
• Personalized experience
27. Contact Center
• Expensive and difficult to manage multiple
and report on contact centers and remote
agents
• Separate work groups manage separate
channels
• Lack call back capability
Before
5 M inbound calls
250 M white mail
2 M emails
45 M+
Subscribers
500+
Publications
4 Contact Centers
250 onsite agents
45 remote agents
28. Contact Center
After
Cost Savings
• $200K per year in headcount
• $190K per year in support and
management of multiple systems
Productivity
• From 86% to 98%
• Avg. handle time decreased 30s per trans.
Simplification / Relevance
• Multi-channel capabilities
• In-depth real time end-to-end reporting
and analytics
• Extended services by home agents
• Call back and outbound dialing
29. Avaya, a Trusted Network Partner to
Bring the World Together
Olympic Teams
80
Reporters and Media
3K
Volunteers
25K
TV Viewers
3Billion
Live Spectators
Millions
Internet Customers
Billions
Olympic Athletes
5.5K
Officials and Scorekeepers
Thousands
MobileNetworking Video
The official converged network equipment supplier
for the Sochi 2014 Olympic Winter Games
30. IAUG and Avaya – The Power of We™
Avaya will continue to help our partners to meet their challenges
We value our relationship and partnership
The Avaya team wants to hear from you!
Solutions available today can deliver exceptional value
Editor's Notes
NPS, CSAT, Backlog , Sev. 1 ER time to recovery improvements, attrition, Esat, margin improvement, (don’t show actual numbers for margin…this may go to customers)…phone volume reduction, Chat adoption, KM postings, # hits of video articles, AVA hits, ASA professionalish results (taking out unprofessional) SR time improvement, etc.
BackgroundCustomer HQ in Bellevue, Washington. A national provider of wireless voice, messaging, and data services with possible reach to > 290 million Americans. Approximately 36,000 employees. Customer ChallengesIT resources tied up managing day to day needs of their base UC and CC solutionInability to enhance competitive advantage by quickly shifting resources to critical leading edge projectsUnstable IT costsAvaya SolutionUnified Communication & Contact Center Managed Services (3 Yr. Agreement)160K UC Ports47K CC Agents82 Servers4.5K Conference Bridge PortsAvaya provides a single point of contact solution for management of UC & CC infrastructure. Allows customer and their IT Management teams time to focus on critical projects to grow their businessCompetitive DifferentiationFull multi-vendor supportCustomer-defined SLAsGlobally consistent deliveryFully ITIL-compliant processes and methodologyCustomer ValueLower and stable TCO, better resource utilization & operational flexibilityThis customer has consistently acknowledged the excellent customer service provided by their local AOS Management Team. “We have established a strong partnership to promote potential growth opportunities within the existing [Customer] environment.”
BackgroundCustomer HQ in Bellevue, Washington. A national provider of wireless voice, messaging, and data services with possible reach to > 290 million Americans. Approximately 36,000 employees. Customer ChallengesIT resources tied up managing day to day needs of their base UC and CC solutionInability to enhance competitive advantage by quickly shifting resources to critical leading edge projectsUnstable IT costsAvaya SolutionUnified Communication & Contact Center Managed Services (3 Yr. Agreement)160K UC Ports47K CC Agents82 Servers4.5K Conference Bridge PortsAvaya provides a single point of contact solution for management of UC & CC infrastructure. Allows customer and their IT Management teams time to focus on critical projects to grow their businessCompetitive DifferentiationFull multi-vendor supportCustomer-defined SLAsGlobally consistent deliveryFully ITIL-compliant processes and methodologyCustomer ValueLower and stable TCO, better resource utilization & operational flexibilityThis customer has consistently acknowledged the excellent customer service provided by their local AOS Management Team. “We have established a strong partnership to promote potential growth opportunities within the existing [Customer] environment.”
Background:In Marysville, OHManufactures branded consumer products for lawn and garden careNationwide 9K+ employees busy season; 5K off seasonInternal vs. external calls - 3:1 Before:Started out at Scott’s using third party calls and paying as they went – $3K-$5K per callDecided to have their own bridge – Hired LifeSizeStruggled with LifeSize equipmentBroad room setupA LifeSize endpoint with some rear projection screensKey decisions takes 2+ weeks (very slow)Video collaboration: 3 times a quarter Avaya Solutions:Original plan was to trade in LifeSize bridge or upgrade firmwareEnded up buying a full MCU with desktop license – so 2 bridgesLifeSize – poor support, the features they were sold on didn’t existTo the point where they won’t help b/c they’d say, ‘oh that’s the Radvision bridge…’ that they OEMdEnded up moving to Radvision- many more features (Robin: Do they still have 2 bridges? Are everything is RAD now?)Equipment:Radvision endpoints: ~10LifeSize endpoints: 32Polycom endpoints: Some~ 200 virtual rooms administered in Scopia iVew. Values & BenefitsVideo collaboration: “Thru the roof” from 3/Qtr (Do we have #s?)Set up “situational awareness room” (war room) – 1.5 years ago18 46” LCD monitors on the wallLarge video conferences (8-16 participants) a dozen times a weekMeetings: Cross functional; executives; cross theaters (EMEA, Canada, APAC)Decision making time cut from 2 weeks to 5 minutesHuge successfulBuilding a second one to be used at lower intensity / level but as a secondarySame campus building. Right now the first one is always being used. HR interviews, marketing meetings, regular 1:1 and team meetingsHD is used for a lot of marketing artwork checks with agenciesOne IT director lives in Austin – they use his Marysville office with a TV so he’s there even when he’s not thereHe’s known as “Virtual Tom” in the companyOn screen 9-5 each dayHugh ROI on travel - they are more than paid for their investment (No data as they did not specific track opportunity cost on travel/video)Company-wide meetingsPresenting china team awards via video instead of flying them to HQ.SpeakersExternal Calls:Team with local Universities (Texas A&M) on product developmentVideo with outside counsel for drought issues, mitigation issues, interviews, marketing agenciesCEO has mentors with other CEOs by using video callsCEO meets with clients/customers via video calls (Harvard university, crystal group, ajlaughly, etc.)Usually not the same person twice Future:More desktop video usage + sites that don’t have room systems - More sites comingLarger rollout with international business.Mobile piece is huge on the horizon - Possibly in two years will add an Elite Bridge. Use mobile on iPads for demosNeed to rebuild VPN add servers to DMZ to do that before it can really be done Potentially move to new aura licensing model when current lease expiresScopia iView integrates with google hangouts, facetime, etc. Testimony:CEO – likes having technology as long as it works. Sat in a meeting. Commented loudly how well it worked.He loves the video technology.His term of endearment was “good job, assholes” – which is a huge compliment from him.
Background:In Marysville, OHManufactures branded consumer products for lawn and garden careNationwide 9K+ employees busy season; 5K off seasonInternal vs. external calls - 3:1 Before:Started out at Scott’s using third party calls and paying as they went – $3K-$5K per callDecided to have their own bridge – Hired LifeSizeStruggled with LifeSize equipmentBroad room setupA LifeSize endpoint with some rear projection screensKey decisions takes 2+ weeks (very slow)Video collaboration: 3 times a quarter Avaya Solutions:Original plan was to trade in LifeSize bridge or upgrade firmwareEnded up buying a full MCU with desktop license – so 2 bridgesLifeSize – poor support, the features they were sold on didn’t existTo the point where they won’t help b/c they’d say, ‘oh that’s the Radvision bridge…’ that they OEMdEnded up moving to Radvision- many more features (Robin: Do they still have 2 bridges? Are everything is RAD now?)Equipment:Radvision endpoints: ~10LifeSize endpoints: 32Polycom endpoints: Some~ 200 virtual rooms administered in Scopia iVew. Values & BenefitsVideo collaboration: “Thru the roof” from 3/Qtr (Do we have #s?)Set up “situational awareness room” (war room) – 1.5 years ago18 46” LCD monitors on the wallLarge video conferences (8-16 participants) a dozen times a weekMeetings: Cross functional; executives; cross theaters (EMEA, Canada, APAC)Decision making time cut from 2 weeks to 5 minutesHuge successfulBuilding a second one to be used at lower intensity / level but as a secondarySame campus building. Right now the first one is always being used. HR interviews, marketing meetings, regular 1:1 and team meetingsHD is used for a lot of marketing artwork checks with agenciesOne IT director lives in Austin – they use his Marysville office with a TV so he’s there even when he’s not thereHe’s known as “Virtual Tom” in the companyOn screen 9-5 each dayHugh ROI on travel - they are more than paid for their investment (No data as they did not specific track opportunity cost on travel/video)Company-wide meetingsPresenting china team awards via video instead of flying them to HQ.SpeakersExternal Calls:Team with local Universities (Texas A&M) on product developmentVideo with outside counsel for drought issues, mitigation issues, interviews, marketing agenciesCEO has mentors with other CEOs by using video callsCEO meets with clients/customers via video calls (Harvard university, crystal group, ajlaughly, etc.)Usually not the same person twice Future:More desktop video usage + sites that don’t have room systems - More sites comingLarger rollout with international business.Mobile piece is huge on the horizon - Possibly in two years will add an Elite Bridge. Use mobile on iPads for demosNeed to rebuild VPN add servers to DMZ to do that before it can really be done Potentially move to new aura licensing model when current lease expiresScopia iView integrates with google hangouts, facetime, etc. Testimony:CEO – likes having technology as long as it works. Sat in a meeting. Commented loudly how well it worked.He loves the video technology.His term of endearment was “good job, assholes” – which is a huge compliment from him.
BackgroundMultiple mediums managed inefficiently – and manage an evolving space (moving to digital)Palm Coast Data handles over 500 publications with more than 45 million subscribersEach year they handle 4.5 million inbound phone calls 1.5 million e-mails and 250 million pieces of mail (invoices, renewals, gifts, and promotions)950 toll free numbers218 local numbers123 skill sets1117 email addresses250 CC agents45 remote agentsPain Points:Provide multimedia services and efficient contact performance for a wide range of clientsOperational inefficiencies to maintain competitive advantage as a contact center and fulfilment outsourcer - separate groups within the contact center to handle voice, e-mail, and other types of communicationsExpensive, Difficult to manage and report on, Multiple CCsSecurity issues with credit card compliance requirements (had to manually delete credit card info from emails – very labor intensive)Standalone email routing system that didn’t’ integrate with the call center.Huge amounts of paper mail that required manual sorting and handlingAvaya Solutions:Consolidation – moving from 4 CCs to one centralized location with extended services handled by home agents – driving significant cost efficienciesProductivity efficiency – having agents handle multiple contacts (Including voice, email, fax, web chat, SMS and scanned docs) with the ability to measure and manage through very detailed reporting – and offering complete service for their clientsAdded call back, remote overseas agents, and outbound dialing (all in a single system with a single agent desktop/reporting)Customer ValueConsolidation of call centers in Colorado, Illinois, and New York into one main contact center in FloridaExtended services now provided by numerous home agentsProductivity increased from 86% to almost 98% (a 12% increase) based on broad multimedia capabilities for blended agentsSavings of over $200,000 per year on additional staff to handle volume increases (absorb an increase of about 3,000 transactions per week during their busy holiday period without hiring additional staff)Reduction in support and management of multiple systems. Larger pool of agents to offer our clients. Greater features/functions/flexibility to offer our clients transactions. (Dollar support cost saving approx.. $ 80,000yr, system management reduction/savings approx. $110k yr)In-depth real-time reporting and analytics, with Remote Agent Observe functionality available to clients Competitive edge and customer satisfaction that results from offering a wide range of customized services made possible by Avaya Aura® Contact Center - provides comprehensive multimedia capabilities and major operational efficiencies E-mail, which arrives at a specific address or is initiated as a Web site transactionWeb chat, which is becoming a very important part of the contact center experience because of clients moving to digital content Scheduled call-back, which is a popular feature whereby Web site visitors can indicate when they will be available for an agent to call them Text messaging (SMS), which has also been tested and is ready to deploy for any client that may want to make it available to their customersScanning capabilities for the company’s heavy influx of “white mail” (traditional paper documentation) within the same contact center platform, which has become a very convenient and inexpensive way to support home workersWith multiplicity and blended agents, we see service levels increasing without adding additional staff for same number, or greater number, of transactions.With added agent tools like templates, suggestive response, for email and web chat transactions, our AHT has decreased between 20-30 seconds per transaction. Reducing overall transaction cost to us and providing uniform responses across the center no matter what agent handles.According to Jim Bradley, Director, Telecom/Network Services, it is essential for Palm Coast Data to remain on the leading edge of technology in order to supply its clients with features and services that support the challenges of their businesses. “For example, our clients in publishing face enormous challenges because everything is going digital,” Bradley stated. “Their businesses are changing, and we need to be ahead of the curve with multimedia technologies and the ability to develop custom applications so we can move with them and provide the services they need. For all of our clients, it’s also important to offer efficient, cost-effective approaches to interacting with customers who expect to be able to communicate in the mode that they prefer, be it voice, e-mail, fax, Web chat, or any other medium.” Operationally, Palm Coast Data needs the most efficient technologies available, in part because of their sheer volume. Each year they handle 4 1/2 million inbound phone calls, 1 1/2 million e-mails, and 250 million pieces of traditional mail (invoices, renewals, gifts, and promotions), and each day they sell about 150,000 transit fare cards. They manage over 900 toll-free numbers and about 1,200 various e-mail addresses for clients.Palm Coast Data updated their technology with Avaya Aura® Contact Center 6.2, which facilitates communication via voice and multimedia channels, to deliver a unified, efficient, and highly personalized customer contact experience. The solution includes Avaya Call Pilot (soon to be transitioned to Avaya Aura® Experience Portal) with an Avaya Communication Server 1000. Multimedia capabilities provide competitive advantage and strong customer satisfactionAccording to Bradley, “Being able to use skills-based routing and applying it across multiple types of contacts with Avaya Aura® Contact Center has been tremendously beneficial for us, both in terms of what we can offer our customers and in terms of our own operational efficiencies.” Bradley and his team have found there is vast flexibility to provide whatever services, either standard or custom, that a client wishes to utilize. Specific services offered include:• E-mail, which arrives at a specific address or is initiated as a Web site transaction• Web chat, which is becoming a very important part of the contact center experience because of clients moving to digital content • Scheduled call-back, which is a popular feature whereby Web site visitors can indicate when they will be available for an agent to call them • Text messaging (SMS), which has also been tested and is ready to deploy for any client that may want to make it available to their customers• Scanning capabilities for the company’s heavy influx of “white mail” (traditional paper documentation) within the same contact center platform, which has become a very convenient and inexpensive way to support home workers Bradley explained that to remain competitive, Palm Coast Data needs to demonstrate that they are able to provide clients with the latest technologies and services. He said, “It’s very meaningful to be able to offer them all of the services they might want to purchase, especially being able to open up all of the paths into the contact center that they want to give their customers.” Blended agents and home agents contribute to an efficient work flow strategyPreviously, Palm Coast Data had separate groups within the contact center to handle voice, e-mail, and other types of communications. Now they have the capability to use blended agents to handle voice, e-mail, Web chat, text messaging, faxes, and traditional mailed documents. This drives efficiency because when not on a voice call, an agent can be handling another modality such as e-mail. Then it’s possible to put an e-mail on hold to take a voice call, because voice takes priority.Similarly, the Web chat function helps to improve agent productivity because with Avaya Aura® Contact Center, an agent can manage up to five chat sessions at one time—although according to Bradley, typically not more than two are handled at a time. Bradley explained, “Chat sessions are facilitated by being able to see if the end user is typing and tabs that change color at the top of the agent’s desktop to indicate when a customer has responded. This is helpful because Web chats are often interrupted by customers being distracted temporarily, and during the down time, an agent can be occupied with another task.”Overall, the multiplicity that is achieved by blended agents has increased productivity from 86% to almost 98%. The blended agent scenario also increases employee satisfaction. “Agents who previously handled only telephone calls really enjoy being able to handle other types of transactions because it provides variety,” Bradley stated.Bradley has found that Avaya Aura® Contact Center also provides excellent supervisory functions. Supervisors run real-time displays in which they can see their own teams and the entire contact center. There are many filters for the display that provide broad customization capabilities. According to Bradley, “Some of the really huge benefits are being able to see if an agent is a blended agent that’s handling multiple transactions and being able to see an entry for each of the transactions that an agent is handling.”Cost savings through operational efficienciesPalm Coast Data has leveraged the capabilities of Avaya Aura® Contact Center to help reduce costs and deliver a significant short return on investment.For example, Bradley said that the contact center has found it has the flexibility to absorb an increase of about 3,000 transactions per week during their busy holiday period without hiring additional staff. “That,” he states, “represents a savings of about nine full-time salaries, which is over $200,000 annually.”Ease of management is one of the features of the Avaya Aura® platform that impresses Bradley the most. He was very surprised at how uncomplicated it was to deploy features such as Web chat and scheduled call-back. “The cost of managing this platform is very low because we don’t have to hire expensive programming talent to install new systems or perform moves, adds, and changes. Almost everything we need to do can be handled by our regular staff, quickly and easily.” Palm Coast Data has also achieved cost efficiencies by consolidating physical contact centers located in Colorado, New York, Illinois, and Florida into a single physical contact center in Florida. Extended services are now handled by home agents. Many of the home agents work part time on a flexible schedule, so they can be called upon to fill in when there is a sudden spike in volume, such as when a client runs a special promotion. Bradley explained, “This gives the managers in the center a lot more flexibility. Even if a promotion takes us by surprise, we can easily contact these people, ask them to jump on, and they can be working within minutes.”Some home agents handle e-mail and scanned materials such as standard “white mail.” Bradley commented that when school is in session, the company employs a number of students who are so efficient and tech-savvy they can do up to 65 or 70 e-mails or scanned documents per hour. In this way, the company is able to tap into a valuable, low-cost workforce.More accurate, real-time reporting Reporting that is built into the Avaya Aura® Contact Center solution is highly accurate because it adjusts to the agility inherent in a work flow that incorporates blended agents. For example, if a blended agent stops work on an e-mail to take a voice call, he or she puts the e-mail on hold and it is not “on the clock” until the agent returns to it and places it off hold.“The beauty of our reporting now is that it includes all of the functions that the contact center performs,” Bradley said. “It measures not only our inbound voice and Web chat functions, but the e-mail, scanned ‘white mail,’ and outgoing scheduled call-backs as well. As a result, we get an extremely accurate picture of everything in the contact center and can offer very detailed reporting to our clients.”One of the special features that Palm Coast Data can offer to clients is instant, real-time reporting to clients. “We have clients who appreciate being able to use their smartphones or other devices to follow the exact number of transactions that are taking place for their customers on a real-time basis,” Bradley explained. “For some of them, this is a very significant benefit.” Some clients also use the Remote Agents Observe feature, which enables them to dial in and listen to agents handling calls for their customer. There is built-in functionality to keep one client from hearing another client’s call.Customization and future readiness are critical to success Bradley stated that in many ways, his company is as much a technology development company as it is an outsourcer of contact center and fulfilment services. Bradley described the company’s approach to technology offerings:“From the telephone perspective, we ask our clients to take a look at the total phone calls and determine how they want it to be handled. Do they want a message at the front end of the call, a mid-queue message, specialized messages? Should an account number be inputted at the beginning of the call? Will there be a lot of customized auto responses? What level of self-service do they want to provide? What type of call routing will meet their needs? And so forth. Similarly with e-mail and Web chat, there are many variations that can be supplied. “We run a help desk and when something needs to be done, our client services group deals directly at the front end with our clients. They’ll receive a request to change an auto response or change messages or whatever they want to do. If they want to build an application to collect some specific information on a customer, we’ll build the application to ask the question, collect the data, store the data, and so forth. Ninety-nine percent of what we build we do ourselves. All the tools are available through the same access that you run the rest of the contact center with.”Currently, Palm Coast Data uses Avaya Call Pilot for front-end IVR functions and for messaging. However, Bradley is now in the process of preparing for the deployment of Avaya Aura® Experience Portal, which provides a single point of orchestration of all automated voice and multimedia applications across inbound phone or video, as well as outbound phone, e-mail, or SMS applications. He feels this will drive further efficiencies for Palm Coast Data’s clients through more sophisticated self-service functions, especially in the areas of e-commerce.Bradley concluded, “The Avaya Aura® Contact Center experience has been extremely valuable for Palm Coast Data because it provides everything we need to improve the capabilities and efficiencies that we can offer to our clients. We feel that we never have to say ‘no’ to anything that is needed by our clients or our staff. We have the equipment, applications, and support to maintain our competitive advantage for many years to come.”“The cost of managing this platform is very low because we don’t have to hire expensive programming talent to install new systems or perform moves, adds, and changes. Almost everything we need to do can be handled by our regular staff, quickly and easily.”—Jim Bradley, Director, Telecom/Network Services
BackgroundMultiple mediums managed inefficiently – and manage an evolving space (moving to digital)Palm Coast Data handles over 500 publications with more than 45 million subscribersEach year they handle 4.5 million inbound phone calls 1.5 million e-mails and 250 million pieces of mail (invoices, renewals, gifts, and promotions)950 toll free numbers218 local numbers123 skill sets1117 email addresses250 CC agents45 remote agentsPain Points:Provide multimedia services and efficient contact performance for a wide range of clientsOperational inefficiencies to maintain competitive advantage as a contact center and fulfilment outsourcer - separate groups within the contact center to handle voice, e-mail, and other types of communicationsExpensive, Difficult to manage and report on, Multiple CCsSecurity issues with credit card compliance requirements (had to manually delete credit card info from emails – very labor intensive)Standalone email routing system that didn’t’ integrate with the call center.Huge amounts of paper mail that required manual sorting and handlingAvaya Solutions:Consolidation – moving from 4 CCs to one centralized location with extended services handled by home agents – driving significant cost efficienciesProductivity efficiency – having agents handle multiple contacts (Including voice, email, fax, web chat, SMS and scanned docs) with the ability to measure and manage through very detailed reporting – and offering complete service for their clientsAdded call back, remote overseas agents, and outbound dialing (all in a single system with a single agent desktop/reporting)Customer ValueConsolidation of call centers in Colorado, Illinois, and New York into one main contact center in FloridaExtended services now provided by numerous home agentsProductivity increased from 86% to almost 98% (a 12% increase) based on broad multimedia capabilities for blended agentsSavings of over $200,000 per year on additional staff to handle volume increases (absorb an increase of about 3,000 transactions per week during their busy holiday period without hiring additional staff)Reduction in support and management of multiple systems. Larger pool of agents to offer our clients. Greater features/functions/flexibility to offer our clients transactions. (Dollar support cost saving approx.. $ 80,000yr, system management reduction/savings approx. $110k yr)In-depth real-time reporting and analytics, with Remote Agent Observe functionality available to clients Competitive edge and customer satisfaction that results from offering a wide range of customized services made possible by Avaya Aura® Contact Center - provides comprehensive multimedia capabilities and major operational efficiencies E-mail, which arrives at a specific address or is initiated as a Web site transactionWeb chat, which is becoming a very important part of the contact center experience because of clients moving to digital content Scheduled call-back, which is a popular feature whereby Web site visitors can indicate when they will be available for an agent to call them Text messaging (SMS), which has also been tested and is ready to deploy for any client that may want to make it available to their customersScanning capabilities for the company’s heavy influx of “white mail” (traditional paper documentation) within the same contact center platform, which has become a very convenient and inexpensive way to support home workersWith multiplicity and blended agents, we see service levels increasing without adding additional staff for same number, or greater number, of transactions.With added agent tools like templates, suggestive response, for email and web chat transactions, our AHT has decreased between 20-30 seconds per transaction. Reducing overall transaction cost to us and providing uniform responses across the center no matter what agent handles.According to Jim Bradley, Director, Telecom/Network Services, it is essential for Palm Coast Data to remain on the leading edge of technology in order to supply its clients with features and services that support the challenges of their businesses. “For example, our clients in publishing face enormous challenges because everything is going digital,” Bradley stated. “Their businesses are changing, and we need to be ahead of the curve with multimedia technologies and the ability to develop custom applications so we can move with them and provide the services they need. For all of our clients, it’s also important to offer efficient, cost-effective approaches to interacting with customers who expect to be able to communicate in the mode that they prefer, be it voice, e-mail, fax, Web chat, or any other medium.” Operationally, Palm Coast Data needs the most efficient technologies available, in part because of their sheer volume. Each year they handle 4 1/2 million inbound phone calls, 1 1/2 million e-mails, and 250 million pieces of traditional mail (invoices, renewals, gifts, and promotions), and each day they sell about 150,000 transit fare cards. They manage over 900 toll-free numbers and about 1,200 various e-mail addresses for clients.Palm Coast Data updated their technology with Avaya Aura® Contact Center 6.2, which facilitates communication via voice and multimedia channels, to deliver a unified, efficient, and highly personalized customer contact experience. The solution includes Avaya Call Pilot (soon to be transitioned to Avaya Aura® Experience Portal) with an Avaya Communication Server 1000. Multimedia capabilities provide competitive advantage and strong customer satisfactionAccording to Bradley, “Being able to use skills-based routing and applying it across multiple types of contacts with Avaya Aura® Contact Center has been tremendously beneficial for us, both in terms of what we can offer our customers and in terms of our own operational efficiencies.” Bradley and his team have found there is vast flexibility to provide whatever services, either standard or custom, that a client wishes to utilize. Specific services offered include:• E-mail, which arrives at a specific address or is initiated as a Web site transaction• Web chat, which is becoming a very important part of the contact center experience because of clients moving to digital content • Scheduled call-back, which is a popular feature whereby Web site visitors can indicate when they will be available for an agent to call them • Text messaging (SMS), which has also been tested and is ready to deploy for any client that may want to make it available to their customers• Scanning capabilities for the company’s heavy influx of “white mail” (traditional paper documentation) within the same contact center platform, which has become a very convenient and inexpensive way to support home workers Bradley explained that to remain competitive, Palm Coast Data needs to demonstrate that they are able to provide clients with the latest technologies and services. He said, “It’s very meaningful to be able to offer them all of the services they might want to purchase, especially being able to open up all of the paths into the contact center that they want to give their customers.” Blended agents and home agents contribute to an efficient work flow strategyPreviously, Palm Coast Data had separate groups within the contact center to handle voice, e-mail, and other types of communications. Now they have the capability to use blended agents to handle voice, e-mail, Web chat, text messaging, faxes, and traditional mailed documents. This drives efficiency because when not on a voice call, an agent can be handling another modality such as e-mail. Then it’s possible to put an e-mail on hold to take a voice call, because voice takes priority.Similarly, the Web chat function helps to improve agent productivity because with Avaya Aura® Contact Center, an agent can manage up to five chat sessions at one time—although according to Bradley, typically not more than two are handled at a time. Bradley explained, “Chat sessions are facilitated by being able to see if the end user is typing and tabs that change color at the top of the agent’s desktop to indicate when a customer has responded. This is helpful because Web chats are often interrupted by customers being distracted temporarily, and during the down time, an agent can be occupied with another task.”Overall, the multiplicity that is achieved by blended agents has increased productivity from 86% to almost 98%. The blended agent scenario also increases employee satisfaction. “Agents who previously handled only telephone calls really enjoy being able to handle other types of transactions because it provides variety,” Bradley stated.Bradley has found that Avaya Aura® Contact Center also provides excellent supervisory functions. Supervisors run real-time displays in which they can see their own teams and the entire contact center. There are many filters for the display that provide broad customization capabilities. According to Bradley, “Some of the really huge benefits are being able to see if an agent is a blended agent that’s handling multiple transactions and being able to see an entry for each of the transactions that an agent is handling.”Cost savings through operational efficienciesPalm Coast Data has leveraged the capabilities of Avaya Aura® Contact Center to help reduce costs and deliver a significant short return on investment.For example, Bradley said that the contact center has found it has the flexibility to absorb an increase of about 3,000 transactions per week during their busy holiday period without hiring additional staff. “That,” he states, “represents a savings of about nine full-time salaries, which is over $200,000 annually.”Ease of management is one of the features of the Avaya Aura® platform that impresses Bradley the most. He was very surprised at how uncomplicated it was to deploy features such as Web chat and scheduled call-back. “The cost of managing this platform is very low because we don’t have to hire expensive programming talent to install new systems or perform moves, adds, and changes. Almost everything we need to do can be handled by our regular staff, quickly and easily.” Palm Coast Data has also achieved cost efficiencies by consolidating physical contact centers located in Colorado, New York, Illinois, and Florida into a single physical contact center in Florida. Extended services are now handled by home agents. Many of the home agents work part time on a flexible schedule, so they can be called upon to fill in when there is a sudden spike in volume, such as when a client runs a special promotion. Bradley explained, “This gives the managers in the center a lot more flexibility. Even if a promotion takes us by surprise, we can easily contact these people, ask them to jump on, and they can be working within minutes.”Some home agents handle e-mail and scanned materials such as standard “white mail.” Bradley commented that when school is in session, the company employs a number of students who are so efficient and tech-savvy they can do up to 65 or 70 e-mails or scanned documents per hour. In this way, the company is able to tap into a valuable, low-cost workforce.More accurate, real-time reporting Reporting that is built into the Avaya Aura® Contact Center solution is highly accurate because it adjusts to the agility inherent in a work flow that incorporates blended agents. For example, if a blended agent stops work on an e-mail to take a voice call, he or she puts the e-mail on hold and it is not “on the clock” until the agent returns to it and places it off hold.“The beauty of our reporting now is that it includes all of the functions that the contact center performs,” Bradley said. “It measures not only our inbound voice and Web chat functions, but the e-mail, scanned ‘white mail,’ and outgoing scheduled call-backs as well. As a result, we get an extremely accurate picture of everything in the contact center and can offer very detailed reporting to our clients.”One of the special features that Palm Coast Data can offer to clients is instant, real-time reporting to clients. “We have clients who appreciate being able to use their smartphones or other devices to follow the exact number of transactions that are taking place for their customers on a real-time basis,” Bradley explained. “For some of them, this is a very significant benefit.” Some clients also use the Remote Agents Observe feature, which enables them to dial in and listen to agents handling calls for their customer. There is built-in functionality to keep one client from hearing another client’s call.Customization and future readiness are critical to success Bradley stated that in many ways, his company is as much a technology development company as it is an outsourcer of contact center and fulfilment services. Bradley described the company’s approach to technology offerings:“From the telephone perspective, we ask our clients to take a look at the total phone calls and determine how they want it to be handled. Do they want a message at the front end of the call, a mid-queue message, specialized messages? Should an account number be inputted at the beginning of the call? Will there be a lot of customized auto responses? What level of self-service do they want to provide? What type of call routing will meet their needs? And so forth. Similarly with e-mail and Web chat, there are many variations that can be supplied. “We run a help desk and when something needs to be done, our client services group deals directly at the front end with our clients. They’ll receive a request to change an auto response or change messages or whatever they want to do. If they want to build an application to collect some specific information on a customer, we’ll build the application to ask the question, collect the data, store the data, and so forth. Ninety-nine percent of what we build we do ourselves. All the tools are available through the same access that you run the rest of the contact center with.”Currently, Palm Coast Data uses Avaya Call Pilot for front-end IVR functions and for messaging. However, Bradley is now in the process of preparing for the deployment of Avaya Aura® Experience Portal, which provides a single point of orchestration of all automated voice and multimedia applications across inbound phone or video, as well as outbound phone, e-mail, or SMS applications. He feels this will drive further efficiencies for Palm Coast Data’s clients through more sophisticated self-service functions, especially in the areas of e-commerce.Bradley concluded, “The Avaya Aura® Contact Center experience has been extremely valuable for Palm Coast Data because it provides everything we need to improve the capabilities and efficiencies that we can offer to our clients. We feel that we never have to say ‘no’ to anything that is needed by our clients or our staff. We have the equipment, applications, and support to maintain our competitive advantage for many years to come.”“The cost of managing this platform is very low because we don’t have to hire expensive programming talent to install new systems or perform moves, adds, and changes. Almost everything we need to do can be handled by our regular staff, quickly and easily.”—Jim Bradley, Director, Telecom/Network Services